VC-Officer Service Resolution (OSR)

Job Title

VC-Officer Service Resolution (OSR)

Business Unit

Virtual Care

Reporting To

Complaint Officer

Job Function and Role Type

Service, Individual Contributor

Version No

1.0

Job Purpose

Ensure zero-defect complaints management and accurate resolution within defined TATs. Deliver best-in-class customer experience and process compliance.

Key Responsibilities

Logging & Resolution of Complaints

Download and verify complaints logged by inbound staff.

Log complaints in CRM as per process.

Outcall customers for incomplete details.

Follow up with resolving units for timely resolution.

Reporting of Local Data / MIS

Extract and utilize MIS reports to track complaints.

Highlight open complaints for timely closure.

Maintain and store MIS records as required.

Maintenance of Records

File and store reports in defined formats.

Audit & Compliance Guidelines

Ensure adherence to audit compliance guidelines.

Conduct periodic checks to ensure nil exceptions.

Call Quality

Deliver service quality to meet benchmarks.

Achieve defined Call Quality, KAT, and E-process scores.

Administrative, Compliance & Personal Efficiency

Follow system and process guidelines.

Ensure self-discipline and adherence to policies.

Plan leaves and maintain team backups.

Education:

Graduate.

Certifications:

Banking Product Knowledge, Process Knowledge, Team Management.

Key Competencies

Interpersonal skills, time management, communication, proactive approach, planning and organizing.

Major Stakeholders

Internal teams and back-end operations units.